Helpdesk Operations & Real-Time Workforce Planner

Tasq Work; Taguig; On-site; PHP 400,000 - 650,000; Full time

Job summary

Tasq Work is seeking a Workforce Management professional in the Philippines to monitor real-time queues and agent activity across channels, forecast staffing needs, and schedule shifts to meet SLAs. The role supports digital advertising operations and requires WFM expertise within a BPO or similar environment.

Applicants should have a related degree and experience in customer support, with strong data and analytics skills for performance reporting and forecast accuracy.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Equivalent combination of relevant work experience and education will be considered for candidates with demonstrated WFM or BPO operations expertise.
• Experience in customer support, technical support, workforce management, or a related operations role.
• Experience in a BPO, digital advertising, or online marketing environment is strongly preferred.
• Having prior experience in workforce management, scheduling, real-time monitoring, or operational analytics will give you an edge.
• Experience in managing or supporting teams dealing with billing, payment processing, or compliance-related customer inquiries.

Responsibilities

• Real-Time Queue & Agent Activity Monitoring across chat, email, phone, and ticket channels.
• Workforce Forecasting & Capacity Planning using historical data, campaigns, and seasonality.
• Agent Scheduling & Shift Management to optimize coverage and meet SLAs.
• Service Level Analysis & Performance Reporting for SLA adherence and channel metrics.
• Digital Advertising Operations Support to anticipate impact on inbound volume and adjust staffing plans.

Skills

Digital advertising knowledge

Workforce management

CRM & ticketing

Data analytics

Education

Bachelor's degree in Business Administration or related field

Equivalents with WFM/BPO experience

Tools

Salesforce

Zendesk

Freshdesk

Excel / Google Sheets

Job description

Tasq Work is seeking a Workforce Management professional in the Philippines to monitor real-time queues and agent activity across channels, forecast staffing needs, and schedule shifts to meet SLAs. The role supports digital advertising operations and requires WFM expertise within a BPO or similar environment.

Applicants should have a related degree and experience in customer support, with strong data and analytics skills for performance reporting and forecast accuracy.